أليسار المقداد

July 2010- Present Zurich International Life Dubai, UAE
Customer Service Officer / Policy servicing with the following responsibilities: • Monitor the inflow of service requests (customer personal information maintenance, valuations, reinstatements, policy alterations and others) received from customers, agents and Bank branches. Manage daily operations as per the set guidelines ensuring the set service standard and quality checks are adhered to.
• Continuously review processes, identify and resolve service gaps through constructive feedback, and implement process improvements where appropriate so that changing business requirements are met at all times.
• Coordinate for policy renewals & lapse letters to customers ensuring set process & predefined timelines are met. Follow up for premiums pending with channels so that the money can be banked & invested.
• Manage refunds to customers for Free look, surrender, loans and others within predefined timelines in order to ensure that the company's mandate for being compliant & ethical in its dealings with customers is followed.
• Ensure Unit Linked Transaction requests are managed by following due processes and that all requisite documents are scanned & updated in the policy files.
• Ensure revival of policies & support the channels in managing persistency by ensuring high service standards leading to customer satisfaction.
• Respond to queries received from customers on various policy servicing aspects within predefined timelines & to the satisfaction of the customer. Ensure all complaints & escalations from the sales channels & sales support team are responded to within agreed timelines to resolve the complaints using appropriate solutions, follow ups resulting in customer satisfaction
• Monitor vendors responsible for scanning, archiving, despatch, manpower support in terms of outsourced staff and others to ensure agreed service levels are met.
• Ensure MIS reports for internal stakeholders are accurately generated as per agreed frequency, analysing the reports to verify the gaps & exception cases & actioning steps to bridge those gaps.
• Responsible for implementation of systems modules of Policy Servicing.

November 2007 - October 2009 Mashreq Bank Dubai, UAE
Assigned as a Auto Loan Officer with following duties:
• Providing Mashreq bank customer's and non-customer's auto financing services.
• Handling high profile clients for dealerships like Al Tayer motors, Al Futtaim and Trading Enterprises.
• Handling Mashreq bank branches for Auto loan sales (Riqa Branch)
• Taking ownership of customer complaint resolution.
• Being a team player and contribute in achievement goals based on the Key Performance Indicators.
• Attending weekly sales meetings with team leaders and achieving sales targets.
• Contacting customers on a daily basis and setting appointments with them.
• Shopping competition and follow up on local market position on an ongoing basis.

January 2006- July 2006 Allianz Group, SNA AGF Beirut, Lebanon
Directly Hired as a Sales Agent to actively handle the daily sales activities as follows:
• Selling life and non life insurance through targeted customers as well as corporate accounts.
• Processing issuing insurance policies and delivering them to customers
• Preparing daily sales report and forwarding it to reporting managers.

September 2005- December 2005 Siyaha Investments Beirut, Lebanon
Worked as a Sales Representative with daily sales activities as follows:
• Promoting packages for resorts, hotels and country clubs in Lebanon
• Direct contact with customers and delivering free invitations to venues
• Selling hotel reservations to assigned companies.


Professional Skills
• Excellent communication and Interpersonal skills.
• Dynamic, self-motivated and Hardworking.
• Ability to work under pressure.
• Customer Centricity Champion.
• High Code of Ethics.
• Ability to express ideas and concepts.
• Excellent networking.
• Professional Telephone/emails/minutes of meeting communication skills.
• Active member in current employer Social and Charity Committee.
• High attention to details and in identifying gaps in work processes.
• Enthusiastic and motivated when working towards a project.
• Ability to report to different stakeholders and communicate with mass audience.
• Innovative and have been highly recognized for creative ideas and good spirit personality.
• Highly approachable and know how to manage perceptions.
• Fluent in spoken and written Arabic and English.
• Computer literate: Word, Excel, and PowerPoint.